Poor service, Damaged proporty

I had arrived in the store, there was one consultant available - I was ignored like a stop street. I requested for my phone from repairs - with only a surname she handed my R10000 phone over to me - no identification required. I immediately noticed that the glass cover was scratched at the back (this was not the case when I handed it in, this phone never left its cover since the day I bought it until the day I booked it in). I was told by Karabo that it is what it is and that there is nothing she can do and nobody she can contact regarding this - she can book it in for another 6 weeks and she can't say if it will make any difference. I was told to wait for the manager, I had to request that she inform him that I'm waiting to speak to him of which she shouted something to him in her language across the room. The manager finished up with his client and thereafter assisted someone that walked in 15min after me. Jane (operations manager) says that Altech is not responsible, that you cannot assist and I must speak to head office. Would not contact the person I dealt with when taking my contract out (Melisa, the only person to ever give me proper service) This is unacceptable, not happy